Doris Chinedu

Doris Chizoba Chinedu- Customer Support Specialist | Zendesk Expert | Email & Live Chat Support | CRM & Ticketing Systems Professional Summary Customer Support Specialist with 6+ years of experience handling email, live chat, and phone support across healthcare, logistics, and real estate industries. I help Key Strengths Fast response time with consistent quality businesses improve response time, resolve customer issues Clear, professional communication skills efficiently, and maintain high customer satisfaction. Independent work in remote environments My experience spans multiple sectors, allowing me to adapt CRM and ticketing system expertise quickly to different business environments and customer Customer-first problem-solving approach needs. I've managed support tickets from initial contact through to complete resolution, handling high-volume customer inquiries while maintaining quality service. I'm known for my ability to de-escalate complaints, retain customers, and work independently in remote environments. Ticket Management High-Volume Support Managing support tickets from start to resolution with Handling high-volume customer inquiries efficiently while systematic tracking and follow-up procedures maintaining quality and response time Customer Retention System Organization De-escalating complaints and retaining customers Using CRM and ticketing systems to stay organized and through empathetic, solution-oriented service maintain accurate customer records Core Skills A comprehensive skill set that enables me to provide exceptional customer support across multiple channels and industries. Email & Live Chat Support Ticket Management Proficient in managing customer communications Extensive experience with Zendesk, CRM systems, and through email and live chat platforms, ensuring timely ticketing platforms to track, prioritize, and resolve and professional responses that address customer customer issues efficiently from initial contact to needs effectively. closure. Customer Issue Resolution Customer Retention Skilled in de-escalating complaints and resolving Proven ability to maintain high customer satisfaction complex customer issues through active listening, levels and retain customers through empathetic service, problem-solving, and clear communication. quick resolutions, and follow-up procedures. CRM Management Data Entry Salesforce, Readymode, Xencall systems for Documentation and data entry for maintaining maintaining accurate customer data and tracking accurate records and customer information interactions Communication Remote Work Active listening and clear communication skills for Time management and productivity in remote work understanding and addressing customer needs environments across multiple time zones Professional Experience Customer Support Virtual Assistant Citystores | Kendal Stores, Logistics & Services LLC 1 2 2018 – 2024 | Remote Customer Support Specialist Bright Medicals | Goole Group of Companies Managed daily customer inquiries via email, phone, and CRM platforms for multiple clients across 2016 – 2022 | Hybrid different industries. Resolved account issues, Handled inbound customer calls for scheduling, scheduling requests, and service complaints while billing, and inquiries in fast-paced healthcare maintaining accurate ticket records and consistently environments. Resolved customer complaints with updating CRM systems. empathy and professionalism, escalating complex Followed up with leads and customers, issues to appropriate departments when necessary. increasing conversion by 20% Maintained detailed records of all interactions Provided step-by-step support to users and follow-ups navigating systems and services Supported patients and clients in time-sensitive Handled multiple conversations simultaneously service environments while maintaining response quality Coordinated with medical staff to resolve patient Coordinated between departments to ensure concerns seamless customer experience Processed billing inquiries and payment Maintained detailed documentation of all arrangements customer interactions Trained new team members on customer service protocols 50+ 95%+ 20% Daily Tickets Satisfaction Rate Conversion Increase Average number of support tickets Consistently maintained customer Improved lead conversion through handled per day across multiple clients satisfaction scores above 95% proactive follow-up procedures Tools & Technologies Proficient in industry-standard platforms and systems that streamline customer support operations and enhance productivity. Customer Support Tools Zendesk - Ticketing and customer service platform Salesforce - CRM and customer relationship management Readymode/Xencall - Communication and contact center solutions Communication Platforms Slack - Team collaboration and messaging Zoom - Video conferencing and virtual meetings Microsoft Teams - Integrated workplace communication Productivity Software Google Workspace - Docs, Sheets, Calendar, Drive Microsoft Office - Word, Excel, PowerPoint, Outlook Systems & Platforms Web platforms, customer portals, and smart device support for comprehensive technical assistance Education & Certifications Academic Background Professional Development B.Sc. Microbiology Virtual Assistant Certifications - Alison University of Abuja Customer Service Training - Udemy Strong analytical and problem-solving foundation applied to customer Professional Skills Development - Harvard support operations Multi-Time Zone Experience High-Volume Performance Customer Satisfaction Consistently handled 50+ tickets Maintained 95%+ customer Successfully managed customer daily while maintaining quality satisfaction ratings through support across US/UK time zones, standards and response times, consistent quality service, quick adapting schedules to provide demonstrating ability to prioritize resolutions, and proactive coverage during peak business and manage workload effectively communication with customers hours and ensuring continuity of service Ready to Elevate Your Customer Support I'm seeking opportunities to bring my customer support expertise to organizations that value exceptional service and customer satisfaction. With proven experience across multiple industries and the ability to work independently in remote environments, I'm ready to contribute immediately to your team. 1 2 3 Let's Connect Review My Profile Schedule a Conversation Reach out to discuss how my Explore my detailed resume and Available for interviews and customer support experience can experience working across discussions about customer benefit your organization healthcare, logistics, and real estate support opportunities industries "Committed to delivering exceptional customer experiences through responsive, empathetic, and solution-oriented support." Contact Information: 📧-